Support Center

Overview

The DOLU.ai Support Center is a full-featured helpdesk and ticketing system built into the platform. It transforms how your team handles customer issues by turning unstructured messages from WhatsApp, Instagram, Email, and other channels into organized, trackable support tickets with priorities, assignments, SLA timers, and resolution workflows. Every ticket is linked to a CRM contact and account, giving your support team complete customer context at a glance.

What sets the DOLU.ai Support Center apart is its deep integration with the AI Agent. When a customer reports a problem via any channel, the AI can automatically categorize the issue, search the knowledge base for a solution, attempt to resolve it autonomously, and only escalate to a human agent when necessary. The system also supports auto-ticket creation — the AI detects when a conversation transitions from a general inquiry to a support issue and files a ticket automatically, ensuring nothing slips through the cracks.

How to Access

Dashboard → Left Menu → Support Center

Tickets can also be created from:

• Any conversation in the Inbox (click "Create Ticket" in the conversation toolbar)
• The AI Agent automatically (when it detects a support-related conversation)
• Salesbot workflows (action nodes can create tickets programmatically)
• Google Reviews (negative reviews can auto-generate tickets)
• The customer-facing Web Widget (customers can submit tickets directly)

Key Features

Ticket Management

• Ticket list: View all tickets in a sortable, filterable table with key columns (ID, subject, status, priority, assignee, created date, SLA deadline)
• Kanban view: Drag tickets between status columns (Open, In Progress, Waiting on Customer, Resolved, Closed)
• Ticket detail: Full view with conversation thread, internal notes, attachments, activity log, and linked CRM records
• Quick actions: Change status, priority, or assignee with one click from the list view
• Bulk operations: Select multiple tickets to reassign, change status, add tags, or close in batch

Ticket Properties

• Subject: Brief description of the issue
• Description: Detailed explanation with formatting, images, and file attachments
• Priority: Low, Medium, High, Urgent — each with configurable SLA timelines
• Status: Open → In Progress → Waiting on Customer → Resolved → Closed
• Category: Product Issue, Billing, Technical Support, Feature Request, General Inquiry (customizable)
• Assignee: The team member responsible for resolving the ticket
• Linked contact: The customer who filed or is affected by the ticket
• Linked account: The company account associated with the ticket
• Tags: Custom tags for additional categorization and filtering

SLA (Service Level Agreement) Management

• First response time: Maximum time to send the first reply (e.g., 1 hour for Urgent, 4 hours for High)
• Resolution time: Maximum time to resolve the ticket (e.g., 4 hours for Urgent, 24 hours for Medium)
• SLA countdown: Visual timer on each ticket showing time remaining before SLA breach
• SLA breach alerts: Automatic notifications to the assignee and manager when an SLA deadline is approaching or breached
• SLA reporting: Track compliance rates by agent, team, priority, and time period in the Reports module

AI-Powered Support

• Auto-categorization: The AI reads the ticket description and automatically assigns the correct category and priority
• Knowledge base search: The AI searches your knowledge base and suggests relevant articles to the agent (or sends them directly to the customer if confident)
• Auto-resolution: For common issues with clear solutions in the knowledge base, the AI can resolve the ticket autonomously and notify the customer
• Auto-ticket creation: When the AI Agent detects that a chat conversation has become a support issue, it creates a ticket automatically with the conversation context attached
• Sentiment analysis: The AI analyzes customer messages to detect frustration or urgency and can automatically escalate priority

Customer Portal

• Self-service knowledge base: Customers can search articles and FAQs before submitting a ticket
• Ticket submission form: Customers submit tickets through the Web Widget or a public support page
• Ticket tracking: Customers can check the status of their tickets without contacting support
• Satisfaction survey: After ticket resolution, customers receive a satisfaction survey (CSAT score)

Step-by-Step Usage

Creating a Ticket Manually

1. Go to Dashboard → Left Menu → Support Center.
2. Click "+ New Ticket".
3. Select the Contact (search by name, email, or phone).
4. Enter the Subject (e.g., "Cannot access my account after password reset").
5. Write the Description with all relevant details.
6. Set the Priority (Low, Medium, High, Urgent).
7. Choose the Category (Technical Support, Billing, etc.).
8. Assign to a Team Member or leave unassigned for round-robin distribution.
9. Add Tags if needed (e.g., "login-issue", "billing").
10. Click Create Ticket.

Converting a Conversation to a Ticket

1. Open any conversation in the Inbox (Dashboard → Left Menu → Inbox).
2. Click the "Create Ticket" button in the conversation toolbar.
3. The ticket is pre-filled with:
   • Contact: The customer from the conversation
   • Description: The relevant messages from the conversation
4. Add a Subject, set Priority and Category.
5. Click Create. The ticket is now linked to the conversation, and all future messages on this topic are threaded into the ticket.

Setting Up SLA Rules

1. Go to Settings → Support Center → SLA Policies.
2. Click "+ New SLA Policy".
3. Define the SLA for each priority level:
   • Urgent: First response within 30 minutes, resolution within 4 hours
   • High: First response within 1 hour, resolution within 8 hours
   • Medium: First response within 4 hours, resolution within 24 hours
   • Low: First response within 8 hours, resolution within 72 hours
4. Set Business Hours (SLA timers only count during working hours).
5. Configure Escalation Rules: what happens when an SLA is about to breach or has breached.
6. Click Save.

Configuring AI Auto-Resolution

1. Go to Settings → AI → Knowledge Base and ensure your knowledge base is comprehensive with solutions to common issues.
2. Go to Settings → Support Center → AI Settings.
3. Enable "AI Auto-Resolution".
4. Set the confidence threshold (e.g., "Resolve automatically only when AI confidence is above 85%").
5. Choose the response template: The AI will send the customer a solution and ask if the issue is resolved.
6. If the customer confirms resolution, the ticket is auto-closed. If not, it is escalated to a human agent.

Use Cases

E-Commerce — Order Issues

An online store receives tickets about shipping delays, wrong items, and return requests. The AI auto-categorizes tickets (Shipping, Returns, Product Defect). For common issues like "Where is my order?", the AI pulls the tracking number from the CRM and sends it directly to the customer, resolving the ticket without human intervention.

Healthcare — Patient Complaints

A clinic uses the Support Center to track patient complaints about billing, scheduling, and care quality. High-priority tickets about care quality are automatically escalated to the clinic director. CSAT surveys are sent after resolution, and monthly satisfaction reports are generated in the Reports module.

SaaS — Technical Support

A software company uses priority-based SLA management. Critical production issues (Urgent) get a 30-minute first-response SLA. The AI searches the knowledge base for known fixes and suggests solutions to agents. Common questions about feature usage are resolved autonomously by the AI.

Hospitality — Guest Services

A hotel chain manages guest requests and complaints through the Support Center. Room service requests are low priority; safety concerns are urgent. The support team uses the Kanban view to manage ticket flow. Google review complaints auto-generate tickets for follow-up.

Tips & Best Practices

Build a Comprehensive Knowledge Base

The more solutions you document in your knowledge base, the more effectively the AI can handle tickets autonomously. Aim to document the top 50 most common issues with clear, step-by-step solutions.

Use Tags for Recurring Issues

When you notice a pattern of similar tickets (e.g., multiple customers reporting the same bug), tag them consistently. This makes it easy to track the scope of the issue and update all affected customers at once when resolved.

Set Realistic SLA Targets

SLA targets should be challenging but achievable. Start with conservative targets and tighten them as your team improves. Unachievable SLAs lead to constant breach alerts that your team will learn to ignore.

Combine Auto-Tickets with AI Resolution

Enable both auto-ticket creation (AI creates tickets from conversations) and AI auto-resolution. This creates a self-service loop: the AI detects issues, creates tickets, attempts resolution from the knowledge base, and only escalates what it cannot handle.

Troubleshooting

Tickets not being created automatically

• Verify that Auto-Ticket Creation is enabled in Settings → Support Center → AI Settings.
• Check that the AI Agent is active on the relevant channels.
• The AI creates tickets only when it detects support-intent language. Simple greetings or sales inquiries do not trigger ticket creation.

SLA timers not counting correctly

• SLA timers pause outside of business hours if you have configured them to use business hours only. Check your business hours settings.
• "Waiting on Customer" status pauses the resolution SLA timer (the customer is the blocker, not your team).
• Verify your time zone settings in Settings → General.

AI auto-resolution sending incorrect answers

• Review and update your knowledge base entries for accuracy.
• Increase the AI confidence threshold so it only auto-resolves when it is highly certain.
• Check the AI resolution log in the ticket's activity timeline to see which knowledge base article it used.

CSAT survey not being sent

• Verify that CSAT surveys are enabled in Settings → Support Center → Satisfaction Survey.
• Surveys are sent only when a ticket is moved to "Resolved" or "Closed" status.
• Check the contact's communication preferences — if they have opted out of notifications, surveys will not be sent.

FAQ

Q: Can customers submit tickets without contacting us through chat first? A: Yes. You can embed a ticket submission form on your website or share a public support page link where customers can submit tickets directly.

Q: Can I merge duplicate tickets? A: Yes. If the same customer submits multiple tickets about the same issue, select them in the ticket list and click Merge. All conversation threads and notes are combined into a single ticket.

Q: Do tickets have a conversation thread? A: Yes. Each ticket has a threaded conversation view that includes all messages between the customer and your team, internal notes (visible only to your team), and system events (status changes, assignments).

Q: Can I export ticket data? A: Yes. From the ticket list, use the Export button to download ticket data as CSV or Excel. You can also build custom ticket reports in the Reports module.

Q: How does auto-ticket creation work with the AI Agent? A: When the AI Agent is handling a conversation and detects that the customer's issue requires tracking (e.g., a product defect report, a billing dispute), it automatically creates a support ticket with the conversation context. The AI continues to attempt resolution while the ticket tracks the issue.

Q: Can I customize ticket statuses? A: Yes. Go to Settings → Support Center → Statuses to add, rename, or reorder ticket status stages. Custom statuses are supported alongside the default ones.